Warranty & returns
Every Key Power product comes with a 12-month warranty and 30-day returns and exchanges. If something isn't right, email us and we'll put it right.
12 months
Warranty
Covers faults in materials and workmanship for 12 months from the date of purchase.
30 days
Returns & exchanges
Return or exchange a product within 30 days of delivery, even if nothing is wrong with it.
Free
Shipping for quality issues
If a product is faulty, we pay the shipping both ways. For any other return, the shipping is yours.
Returns, exchanges & shipping
Who pays for shipping
| Reason | Within 30 days of delivery | Day 31 to 12 months |
|---|---|---|
| Quality issueThe product is faulty or stops working under normal use. | Refund or exchangeWe pay shipping both ways | Free replacementWe pay shipping both ways |
| Not a quality issueYou changed your mind, ordered the wrong model or no longer need it. | Refund or exchangeYou pay shippingFor the return, and for sending an exchange. | Not eligibleThe 30-day return window has closed. |
Returning a product that isn't faulty
- Email us within 30 days of delivery to start the return or exchange.
- The product must be unused and in its original packaging, with all plugs, cables, accessories and manuals.
- We refund your original payment method once the return arrives and passes inspection. Return shipping is not refunded.
12-month warranty
What the warranty covers
Covered
- The product won't power on or stops charging
- A port, plug or display stops working
- A built-in or retractable cable stops working or retracting
- Any other fault in materials or workmanship under normal use
Not covered
- Accidental damage such as drops, crushing or liquid
- Use outside the input or output rating printed on the product
- Products opened, modified or repaired by anyone other than Key Power
- Normal wear and cosmetic marks that don't affect how it works
- Loss or theft
Make a claim
How to make a warranty claim
One email starts it. Tell us what's wrong and we'll take it from there.
Email [email protected]- 01
Email us
Send your order number, the model number printed on the product, what's wrong, and a photo or short video of the problem.
- 02
We confirm
We check whether the issue is covered and reply with the return address and next steps.
- 03
Send it back
Pack the product with its accessories. For a quality issue we cover the shipping; for any other return the shipping is yours.
- 04
Replacement or refund
Once the product arrives and has been checked, we ship the replacement or refund your original payment method.
Bought on Amazon?
Orders from the Key Power store on Amazon can also be returned through Amazon: go to Your Orders and choose “Return or replace items” within Amazon's return window. The 12-month warranty covers Amazon orders too. Email us with your Amazon order ID.
Wholesale and OEM orders
For wholesale, distributor and OEM orders, warranty and defect handling are agreed with each order. Ask your sales contact or email [email protected].
FAQ
Common questions
Do I need proof of purchase?
Yes. Include your order number, invoice or Amazon order ID so we can confirm where and when you bought the product.
When does the warranty start?
The 12-month warranty runs from the date of purchase. The 30-day window for returns and exchanges runs from the date of delivery.
What counts as a quality issue?
A fault in materials or workmanship that shows up under normal use: for example, the charger won't power on, a port stops charging or the display fails. If a returned product turns out to have no fault, or was damaged by misuse, we handle it as a return that isn't a quality issue and the shipping is yours.
Is a replacement covered by the warranty?
Yes. A replacement is covered for the rest of the original 12-month warranty period.
Can I exchange a product for a different model?
Yes, within 30 days of delivery. Unless the original product is faulty, this counts as an exchange that isn't a quality issue, so you pay the shipping for the return and for sending the new product.